Customer Success Advocate, Overnight

  • St. Louis, MO
  • Full-time

Company Description

When we launched the little white reader, we invented mobile, ubiquitous payments and enabled anyone to start, run, and grow a business. Ten years and billions of transactions later we’re reimagining commerce for businesses of all types and sizes—we’re enabling the independent electrician to send invoices, helping the beauty salon pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. We’re working to find new and better ways to help businesses succeed on their own terms—and we’re looking for people like you to help shape tomorrow at Square.

Job Description

Squares know that great customer support is provided by both people and products. We are seeking a highly motivated and flexible individuals dedicated to providing world-class support by exceeding expectations through each interaction with Square sellers and customers. 

In this role, you will work directly with Squares largest sellers to help get them back to business and be an important part of Square growing upmarket. In addition to working with the largest sellers on Square, you will have the opportunity to learn more about Square for Retail and Square for Restaurants. 

You will:

  • Hold a high bar for Customer Success when owning customer interactions

  • Identify, document and follow up with engineers on product bugs and features

  • Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies, products, and tools.

  • Escalate complex cases for guidance/assistance as necessary

  • Utilize strong written and verbal de-escalation skills to help customers who need assistance

  • Collaborate with members of other teams to root out answers and be a resource to teammates.

  • Effectively manage incoming customer interactions by phone and email

Qualifications

  • Shift: 7pm - 6am Central, 4 days per week, 10 hours per day Friday through Monday. 

  • Demonstrated ability to create great customer experiences

  • Genuine curiosity about people and business, while possessing the ability to inspire passion in others

  • Interest in implementing feedback and dedicated to the improvement of your skills and work

  • Strong problem solving, analytical, written and verbal communication skills

  • Superb attention to detail

  • The ability to quickly adapt to new situations and think on your feet

  • Excellent time-management skills

  • A desire to help people and improve the customer experience

  • A passion for Square and customers engaging with Square products

  • Position is only available in St. Louis

 Preferred:

  • Prior Technical support or Equipment troubleshooting experience

  • Prior work in a Full Service Restaurant

  • Working knowledge of troubleshooting hardware and ethernet connected devices

Additional Information

At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible. Perks At Square, we want you to be well and thrive. Our global benefits package includes: Healthcare coverage, Retirement Plans, Employee Stock Purchase Program, Meal reimbursements, Wellness perks, Paid parental leave, Flexible time off, Learning and Development resources